Sonesta ES Suites Chicago Waukegan Gurnee

Soleilin 2 months ago

The studio is not bad, enough room and sitting for us three people. The kitchen has a lot of things you'll need for cooking (no pan though) and cleaning. Couch is a little old and not comfortable to sleep when being converted to a bed. Breakfast is awesome. It's different every day. They provided tacos one morning, which I never had at any other hotels. They also have a Pepsi-product fountain in addition to the juice fountain. There's whipped cream next to the pancake machine. I even found green onions at breakfast which I can use for my cooking, together with the seasonings and butter I got from there. For fruit, I only saw naval oranges. It would be better to add something like apples. Hot tub is shut. Basketball court has no backboard and hoop.

Kate Saravia 2 months ago

I am extremely disappointed with the customer service at this hotel. I travel frequently and also work in customer service, so I understand how important it is to treat guests with kindness and professionalism. Unfortunately, the service here left a lot to be desired. When we arrived, we waited approximately 20 minutes for assistance, while another guest who arrived before us had already been waiting around 15 minutes. When the receptionist finally came to the front desk, she seemed annoyed that we had called for assistance. After checking in, I politely asked for two extra towels. She told me that there were already three towels in the room and rudely questioned why I needed more. She ultimately refused to give them to me. Guests should not have to justify such a simple and reasonable request, especially when they are paying to stay at a hotel. It is very disappointing to see someone with this attitude working in customer service. The only person who made our experience better was Reyna. She was respectful, kind, and genuinely helpful. This hotel is very fortunate to have her on the team.

Cari Peters 5 months ago

This property is pretty consistently booked because of the nearby Naval base that has weekly boot camp graduations. For that reason, they could definitely afford to make some improvements. The couch in our 2 bedroom suite was THE most uncomfortable thing I have ever had the displeasure of sitting on. It literally caved in when you sat on it. We all ended up practically sitting on the person who was sitting in the middle. It was pretty comical... Then we opened up the couch to reveal an even scarier and uncomfortable bed where the protective "cover" had massive hole in it that was clearly providing zero protection. The sheets on that bed were also filthy. That was also the only seating in the entire place with the exception of the kitchen table. So the room sleeps 4-5 people but only 3 can sit and watch tv. The bedside lamp was broken and askew. The two plug ins in the lamp didn't work so you couldn't charge your phone by the bed. The bathroom light would intermittently go off, so unless you left the door open you were showering in the dark. And it was an electrical issue for sure because you could hear a zap when you flipped the switch. Which leads me to my favorite part.... The ni